BACKGROUND:Microsoft Product Support Services (PSS) is the group who answers the phone when you call technical support for help. When you call PSS, the tech support representative will ask you how you're going to pay for the call. Rates vary depending on whether you have a support contract PSS also gives feedback to Microsoft development groups for use in the development of future products or product features. Trish May, the Director of Marketing for the PSS of and her boss, Patty Stonesifer, the Division’s Vice President, had a major presentation scheduled for January 20, 1993 to ten top Microsoft executives, including Mike Maples, Executive Vice President of Products and Steve Ballmer, Executive Vice President of Sales and Support. At that meeting, Trish was to unveil PSS proposals for revamping Microsoft’s entire support services network. CONCERN AREA:

 What factors suggest that Microsoft's PSS Division needs a more comprehensive and flexible approach for its service offerings?  Based upon the guidelines that senior management has provided to Trish May, what product support strategy has Microsoft envisioned?  How should the Microsoft Support Network 1.0 matrix be structured in terms of rows and columns?  What implementation problems should PSS managers anticipate? How can PSS managers successfully overcome them? PRODUCTS & COMPETITORS:

Products targeted to business and institutional customers could be grouped into five major lines as a function of how and where they were used in the customer’s computer system 1.Application software performed specific tasks : (e.g., word processing, spreadsheet analyses, presentation slide preparation) for users, typically at a desktop. 2.PC operating systems software, on...

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